ZANKHANA MAULIN HIRAGAR
Ahmedabad
Summary
Seasoned Assistant Manager with comprehensive knowledge in team leadership, project management, and operational procedures. Strong ability to lead diverse teams, handle multiple tasks simultaneously, and deliver high-quality customer service. Successful track record of improving efficiency, increasing productivity, and driving customer satisfaction in previous roles. Possess strong interpersonal skills, problem-solving abilities, and decision-making prowess that drive business success.
Overview
11
11
years of professional experience
Work History
Assistant Manager (Department- Service Delivery & Patient Experience)
Marengo CIMS Hospital
Ahmedabad
08.2023 - Current
- Madlaze Patient Complain Software and Discharge TAT Management
- Maintain NPS Scoring & Google review Management
- Build high performing team of patient relations professionals
- Training, Mentor and Retain high performing staff
- Establish a development plan for each team members
- Responsible for identification, planning, implementation and evaluation of effective service recovery throughout the system
- Counselling for LAMA patients relatives
- Counselling for Patients Outstanding bills amounts
- Investigate and resolve high level patient complains
- Analyse patient relations data to identify trends that used in improvement efforts across the organisations
- Contribute to the development of the Patient Relations Budgets
- Monitoring and analysing the patients’ rights and responsibilities
- Collaboration with the Quality improvement efforts to identify key improvement efforts to improvement focus areas that impact both patients care quality and safety
- Coordinator for Patients Satisfaction committee
- All suggestion are be documented by PR Team and informed to the concerned department head for assessment and corrective and preventive actions
- Take care of all other works which is assigned by HOD
Disaster Preparedness Manager
Indian Red Cross Society Gujarat State Branch
Ahmedabad
05.2018 - 08.2023
- SERVTraining programs implementation at district level
- Implementation, coordination, monitoring and evaluation and advocacy for disaster mitigation and risk reduction under PFR Program
- Implementation, coordination, monitoring and evaluation and advocacy for up scaling community resilience through ecosystem based disaster risk reduction (Eco DRR) Program
- Coordination, monitoring and evaluation of all the online and offline training and other capacity building especially on SDGs goals, Integrated Risk Management (IRM), CCA & DRR training programs
- Supporting disaster relief activities preparedness programs and logistic activities
- Mobilization of volunteers for activities and emergency relief
- Liaising with district branch, district authorities and stake holders
- Coordination, monitoring and evaluation of all the disaster management training and outreach activities
- Coordinate all logistic and requirements for the training and outreach activities
- Preparing Program Finance Report, Foreign Exchange Fund Report, Monthly Activity Report & Annual Activity Report
- Preparing Training Modules
Project Coordinator
SaharshMahilaPragati Trust
06.2013 - 06.2016
- Planned, Implemented and evaluated the health education of geriatric and adulation project
- Organized Medical health check-up camp for kids in Anganwadi Centre
- Community Partnership Program with villagers
- Prepared Annual Activity Report and Monthly Report
Education
Master of Social Work -
Gujarat Vidyapith
Ahmedabad, Gujarat05-2018
Master of Commerce -
Gujarat University
Ahmedabad, Gujarat05-2016
Bachelor of commerce -
Gujarat University
Ahmedabad, Gujarat05-2013
Skills
- Customer Relationship Management (CRM)
- Task Delegation
- Employee Performance Evaluations
- Operations Management
- Orientation and training
- Prioritize Team Goals
- Project Management
Training participated
- Advance First Aid Training.
- Program Development and Review Team meeting on 'Role of Youth and Volunteers in Disaster Management' organized by GIDM.
- International workshop on Pre Hospital Preparedness organized by GIDM, UNITED HATZALAH, ARISE, FICCI.
- Disaster management training organized by Indian red cross society gujarat state branch.
- SERV Training of trainers organized by Indian red cross society gujarat state branch.
- Eco Devco Inception Workshop organized by Wetlands International South Asia at New Delhi.
- Project Monitoring and Evaluation Workshop under PFR Programme at Gurugram, Haryana.
- Mainstreaming DRR into City Development Plan TOT (ULBS) under NCRMP organized by GSDMA.
Interests
Classical Dance, Reading, Travelling, Yoga and Meditation
Personal Information
- Date of Birth: 01/01/93
- Gender: Female
- Marital Status: Single
Languages
English, Hindi, Gujarati
References
- Dr. Anandi Patel, HOD, Social Work Department, Gujarat Vidyapith, Ahmedabad, Gujarat, 9825735378, anandi.ahm@gmail.com
- Dr. Aala Khamal, Deputy Director, Developing Castes Welfare, Jamnagar, Gujarat, 9725573198, aalakhamal@gmail.com
Timeline
Assistant Manager (Department- Service Delivery & Patient Experience)
Marengo CIMS Hospital
08.2023 - Current
Disaster Preparedness Manager
Indian Red Cross Society Gujarat State Branch
05.2018 - 08.2023
Project Coordinator
SaharshMahilaPragati Trust
06.2013 - 06.2016
Master of Social Work -
Gujarat Vidyapith
Master of Commerce -
Gujarat University
Bachelor of commerce -
Gujarat University